Foundation Source is looking for a Product Support Specialist to provide technical support for their proprietary SaaS platforms, troubleshoot issues, maintain system integrity, and collaborate with Product and Engineering teams to ensure a seamless user experience.
Requirements
- 5+ years of experience in technical product or application support, with at least 3+ years working in a SaaS or enterprise software environment.
- Proven ability to methodically investigate, reproduce, and document complex software issues across multiple systems or integrated products.
- Working knowledge of basic API functionality and tools such as Postman, browser DevTools, or cURL.
- Ability to interpret and analyze system logs, API responses, and SQL queries to triage and resolve issues efficiently.
- Foundational understanding of web application architecture, including front-end, back-end, and database components.
- Familiarity with authentication protocols such as SSO, OAuth, and SAML.
- Experience using ticketing and monitoring tools like Zendesk, Jira, Salesforce, Datadog, or comparable platforms.
Responsibilities
- Deliver reliable, high-quality technical support for Foundation Source’s proprietary applications, ensuring users receive consistent, professional assistance.
- Methodically investigate and resolve application and integration issues with precision, attention to detail, and a focus on long-term solutions.
- Accurately log, track, and communicate software bugs and enhancement requests, maintaining clear and timely updates between clients and internal teams.
- Provide thorough first-line technical support—analyzing logs, API responses, and data flows to identify root causes, document findings, and escalate effectively when needed.
- Partner closely with Product, Engineering, and QA teams to methodically identify, analyze, and resolve complex technical challenges.
- Share clear, actionable insights from support cases to strengthen product stability, usability, and overall client satisfaction.
- Help enhance and maintain support processes, documentation, and best practices—building consistency, efficiency, and long-term reliability.
Other
- Bachelor’s degree or equivalent practical experience.
- Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical audiences.
- Analytical, detail-oriented, and accountable—with a structured, troubleshooting mindset and commitment to quality outcomes.
- Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.
- Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.
